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Today, against the backdrop of a global pandemic, we are seeing evidence of a recovery in aviation primarily in countries with large domestic travel markets such as the United States and China. The European summer holiday season is showing some signs of life but long-haul flying is only recovering in fits and starts due to health concerns and quarantine restrictions. And the mainstay of low-cost carriers across the globe -Visiting Friends and Relatives – is also adding to the momentum.

But what does the pandemic mean for travel retailing – and the concept of customer-centricity?

In the pre-COVID-19 world we could argue that customers appreciated a high-quality engagement, interaction, and ideally, a personalised proposition tailored to their needs.

How different is this notion of customer centricity in the post-COVID-19 world?

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